SYNECTICS

Synectics is to develop a train-to-ground solution that will enable a
major European rapid transit operator to receive, manage and respond to
on-vehicle passenger help requests remotely, from a central command
center.

Following a year-long competitive tender process ‒ which identified
Synectics as the most suitable provider to deliver against the technical
requirements involved ‒ the global surveillance specialist has been
chosen to design and deploy the tailored solution across 680 trains
servicing the capital city.

To answer the brief, Synectics has developed an “audio gateway” hardware
solution which interfaces with the customer’s on-vehicle passenger help
system to enable audio in/audio out transmission via the train’s
cellular modem.

Using Synectics’ Synergy command and control platform to integrate the
communications data, authorized personnel based at a central command
center are alerted when an on-vehicle help button is triggered. From the
Synergy platform, the operative can then liaise directly with the
passenger and implement any further reactive protocols required.

David Aindow, Synectics’ Product and Technology Director, explained: “As
soon as a passenger presses the help point button, personnel at the
command center are immediately notified of the event. They are presented
with vital on-screen data including the train’s identification, current
location shown on a live map using GPS data, and route details.

“Using integrated VoIP software, they can have a two-way conversation
with the passenger to determine and hopefully resolve the issue. If
necessary any further responsive action using Synergy, for example
issuing instructions to the driver or alerting transport police to an
evolving situation can be implemented.”

The new solution will replace the operator’s existing solution which
directs passenger help requests directly to the driver.

Jürgen Fuchs, Director Strategic Projects commented: “Most passenger
help requests relate to service provision queries or general journey
information ‒ inquiries the driver is not always best placed to answer.

“This new system ensures passengers that need help are immediately
connected with the best source of information, namely personnel who have
an overarching view of the network. As well as improving customer
service provision, taking the burden of response away from drivers also
means they are not distracted from their ultimate responsibility, to
ensure passengers arrive at their destination safely and on time.”

The new solution for managing passenger help events will be rolled out
across the fleet from September 2017.

This contract reflects Synectics' growing reputation within the global
transport industry for both infrastructure and on-vehicle safety and
security. With offices located in Germany, UK, US, UAE, Singapore, and
Macau providing sales and technical support to customers operating
across the globe, its solutions help protect and support around 3
billion passengers every year.

Further updates and latest news from Synectics can be found via
@synecticsglobal on Twitter or visit www.synecticsglobal.com
.